Product warranties and post‐purchase service: a model of consumer satisfaction with complaint resolution
- 1 January 1993
- journal article
- Published by Emerald Publishing in Journal of Services Marketing
- Vol. 7 (1) , 33-40
- https://doi.org/10.1108/08876049310026088
Abstract
Focuses on a group of unsatisfied carpet owners. Examines the roles of the carpet warranty and the post‐purchase service received during the complaint process in terms of their effects on customers′ satisfaction with complaint resolution. Presents some suggestions for customer service policies, complaint handling procedures, and warranty fulfilment service.Keywords
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